Business Planning and Services – 3-1-1 Contact Centre

The extract on this website is updated quarterly.

There are two separate data sets provided: Contact Centre Metrics and Interactions (types and volumes).

• Contact Centre Metrics refer to the number of calls presented, handled, and abandoned at the Centre, as well as the average speed of answer from Customer Service Representatives (CSRs), the combination of which service level percentages are derived.
• Interactions provide data on the type of inquiries that come into the Centre (at a Department level) and the volume of inquiries.  (Note: Caller may have more than one inquiry during a call.)

Contact Centre Metrics are generated by the phone system and Interactions data is derived from the 311 case management system based on an agent’s classification of a call.

• Calls Offered: The number of calls that were presented to 3-1-1’s call queue
• Calls Handled: The number of calls that were taken by agents
• Calls Abandoned: The number of dropped calls or hang ups that occur while a caller is waiting in the queue or during a call
• Average Speed of Answer: The average speed (measured in seconds) that a CSR is able to answer the phone call.
• Percent of Calls Abandoned: The average of number of calls that were abandoned based on the total number of calls offered.
• Service Level: The service level in the number of calls that are answered in 30 seconds or less. The target service level for 2011 is 70%. (Target service level for 2009 and 2010 was 65%)
• Department: Name of an organization unit at City of Vancouver
• Division: Subset of a department at City of Vancouver
• Call Type: Specific type of interaction that relates to a division
• Channel: Mechanism that comes into the contact centre

• 3-1-1

N/A

1. 311 contact centre metrics (XLS)
2. 311 contact centre metrics (CSV)
3. 311 contact centre interactions (XLS)
4. 311 contact centre interactions (CSV)